Cross Technology Managed Services Engineer (L3)

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The Managed Services Cross Technology Engineer (L3/4) – System advanced engineering role, architecting level, responsible for ensuring a managed service is provided to all clients, to ensure that their IT infrastructure and systems remain operational. This is done through proactively managing, overseeing, monitoring, investigating, and resolving escalated technical incidents and problems to ensure the restoration of these services to the clients.

The primary objective of this role is to understand, define and implement the technical architecture and strategy for the organization's core platforms and or cloud infrastructure. They act as the deepest technical expert, building complex, highly resilient systems while leading the resolution of systemic failures and setting the standard for IaC and automation best practices. Serves as the highest escalation point for all complex incidents or situations. Also proactively review all client requests or tickets and apply technical process knowledge to provide the clients with almost immediate resolution without breaching service level agreement (SLA).

The Managed Services Cross Technology Engineer (L3/4) – System focuses on forth line support for escalated incidents and requests with a high level of complexity. Ensures contracted Managed Services outcomes are delivered to the client.

This is a strategic role focusing across various technology domains such as (but not limited to) Cloud, Security, Networking, Applications and / or Collaboration.

This role may also contribute to / support on project work as and when required.

Key Responsibilities:

• System Strategy and Architecture Ownership: Understand and define the technical vision, standards, and multi-year roadmap for the organization's cloud and platform infrastructure, ensuring highly scalable and cost-efficient designs.
• L3/4 Technical Authority: Serve as the ultimate systems expert and final escalation point for highly complex, cross-platform stability issues, failures, and performance bottlenecks, leading resolution and comprehensive Root Cause Analysis (RCA).
• Advanced IaC Development: Write, audit, and maintain mission-critical Infrastructure as Code (e.g., advanced Terraform modules) and custom platform tools (in Python/Go), driving the standardization of GitOps principles.
• Resilience & Reliability Engineering (SRE): Architect and implement patterns for fault tolerance, automated failover, and Disaster Recovery (DR). Define and enforce high standards for SLOs/SLIs across all platform services.
• Large-Scale Orchestration: Design, optimize, and manage complex, multi-tenant Kubernetes (K8s) clusters (including networking, security, and upgrades), treating the cluster itself as the critical product.
• Governance and Mentorship: Dictate and enforce system engineering and security standards across all CI/CD pipelines and infrastructure codebases, actively mentoring other senior engineers in platform design and engineering excellence.
• Works independently, with general direction from the client, stakeholders, team lead, or senior manager, to perform operational tasks to resolve all escalated incidents/requests in a timely manner within the agreed SLA.
• Timely and consistent updates of tickets with resolution tasks performed.
• Proactively identifies, investigates, analyses issues and errors prior to or when they occur and log all such incidents in a timely manner.
• Captures all required and relevant information for immediate resolution.
• Provides forth level support to all escalated incidents, requests and identify the root cause of incidents and problems, respond to tickets wher